Director, Infrastructure & Operations

MedImpact Healthcare Systems, Inc.•San Diego, CA

3d•$155,380 - $287,451•Onsite

About The Position

The Director, Infrastructure & Operations is responsible for leading the organization's enterprise technology infrastructure and operational support functions. This role oversees the strategy, architecture, delivery, and continuous improvement of on-premises and cloud infrastructure, with primary emphasis on the reliability, security, scalability, and performance of the organization's on-premises data center and infrastructure environments. The Director leads teams responsible for servers, storage, databases, networks, virtualization platforms, end-user computing, disaster recovery, and cloud services while aligning technology operations with business objectives and regulatory requirements.

Requirements

BA/BS Degree or equivalent; plus 10 years’ related experience; 10 years of SME in respective area(s); (or equivalent combination of education and experience); and 8 years supervisory experience; Supervisory experience may be substituted with 10 years of MedImpact experience plus an appropriate external leadership training program and internal mentorship with a seasoned leader at the Director level or above that must be completed within 12 months in new position.
On-premises data centers and enterprise facilities infrastructure
Windows and Linux server platforms; VMware and other virtualization technologies
SAN/NAS storage, backup, recovery, archival, and disaster recovery technologies
Database platforms such as SQL Server, Oracle, and PostgreSQL
LAN/WAN, Wi-Fi, VPN, SD-WAN, load balancers, firewalls, DNS, DHCP, and telecommunications
Identity and access management, directory services, SSO, MFA, and privileged access management
Infrastructure monitoring, observability, logging, alerting, and capacity management
Cloud platforms such as Azure, AWS, or GCP and integration with on-premises environments
IT service management processes and platforms such as ServiceNow or Jira
Infrastructure automation, configuration management, and Infrastructure as Code practices
Infrastructure availability, reliability, and service uptime
Mean Time to Detect and Mean Time to Recover
SLA attainment, incident reduction, and operational responsiveness
Patch, vulnerability remediation, backup, restore, and disaster recovery success rates
Capacity, performance, and technology lifecycle health
Security, regulatory, audit, and policy compliance
Customer satisfaction and service quality
Budget performance, cost optimization, and vendor value realization
Modernization and project delivery outcomes
Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases.
Ability to deal with a variety of abstract and concrete variables.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.
Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Business Acumen
Directing Others
Organizational Agility
Conflict Management
Drive for Results
Political Savvy
Customer Focus
Innovation Management
Strategic Agility
Decision Quality
Managerial Courage
Regularly required to sit and talk or hear.
Regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
Occasionally lift and/or move up to 25 pounds.
Ability to maintain clear near visual acuity at approximately 20 inches or less (i.e., “close vision”) to accurately read fine print, view computer screens, and handle small objects.
Requires adequate color vision and depth perception to support safety and precision in detail-oriented tasks.

Nice To Haves

This position is not eligible for Sponsorship.
Domestic travel of up to 10% of the time.

Responsibilities

Develop and execute an infrastructure and operations strategy aligned with business priorities, with on-premises infrastructure as the core environment and cloud services adopted selectively where they provide business value.
Lead modernization initiatives across data centers, compute, storage, networking, database, virtualization, automation, and cloud platforms.
Drive operational excellence, resilience, standardization, automation, and continuous improvement.
Evaluate relevant technologies and industry trends to support business growth, risk reduction, and long-term sustainability.
Ensure 24x7 availability, monitoring, support, and continuous improvement of critical enterprise systems and infrastructure services.
Oversee incident, problem, change, capacity, configuration, and service management processes.
Establish, monitor, and report service level agreements, performance measures, and operational health indicators.
Serve as an executive escalation point for infrastructure, application, systems, network, database, and vendor-related operational issues.
Maintain current standard operating procedures, policies, support documentation, communications, and knowledge resources.
Lead the management and evolution of enterprise infrastructure across on-premises and cloud environments.
Oversee data center operations, server infrastructure, virtualization platforms, storage systems, backup and recovery solutions, networking, databases, telecommunications, end-user platforms, and cloud services.
Ensure infrastructure capacity, availability, performance, security, and resiliency meet business and operational requirements.
Develop and execute lifecycle management strategies, including hardware refreshes, software upgrades, technology currency, and platform modernization.
Own disaster recovery, business continuity, backup, restoration, and high-availability strategies for critical enterprise systems.
Oversee infrastructure provisioning, production deployments, operational validation, monitoring, and performance tuning.
Partner with cybersecurity, risk, privacy, and compliance teams to maintain a secure and compliant infrastructure environment.
Ensure infrastructure operations comply with applicable regulatory requirements, contractual commitments, security standards, and corporate policies.
Oversee vulnerability remediation, patch management, platform hardening, privileged access controls, backup integrity, and disaster recovery testing.
Maintain audit-ready documentation and evidence for infrastructure controls and operational processes.
Develop and manage infrastructure operating and capital budgets, forecasts, and investment priorities.
Oversee contracts, product licensing, subscriptions, managed services, and strategic vendor relationships.
Ensure appropriate service and licensing coverage while identifying opportunities for cost containment, consolidation, and value optimization.
Monitor vendor performance, service commitments, risks, and remediation plans.
Lead, mentor, and develop infrastructure and operations managers and technical professionals.
Establish clear objectives, accountability, succession plans, and career development opportunities.
Build a high-performing culture focused on customer service, collaboration, ownership, disciplined execution, and continuous learning.
Plan workforce capacity and maintain effective on-call and escalation coverage for 24x7 operations.
Manages assigned staff in the segment area. Responsible for the overall direction, coordination, and evaluation of the unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Supports and enforces all company policies and procedures in a fair and consistent manner, taking corrective action whenever necessary.
This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.